Notes

Mendatory
Sr. Shortcode Glosarry
/Apology Apologise Apologise to the Cx
/Thank_you Thank_you Thank you
/Apologise_to Cx apologize to Cx and take feedback
/BRB Be BRB Be right back
/dedicated_team Dedicated team response TAT
/Thank_Cx Cx Thank the customer for being patient
/ask_for things right
/our_best Doing the best to help the Cx
/best_possible possible resolution
/team_is their best
/best_possible solution offered
/improve_our our service
/hold_to check details
/check_if a callback
/empathy_best solution provided
/apology_allow to assit
/empathy_state to assist
/apology_statement to assist
/2mins_review issue details
/Apology_elaborate her concern
/happy_to help Cx
/preferred_language while chatting
/Thank_Employee Employee Engagement
/Thank_for Customer Happy about service provided
/opening_statement opening statement
/Opening opening opening statement
/Taking_More More_Time inform cx that it will take more time
/positive_closure Positive closure
/Snooze_delayed Snooze_delayed1 Snooze delayed response
/Snooze_delayed Snooze_delayed2 Snooze delayed response

Bill related
Sr. Shortcode Glosarry
/Elaborate_bill Cx to Elaborate the issue on his/her bill
/Bill_price Bill_price_mismatch Mismatch between the bill and the price
/Issue_needs Issue_needs_elaboration If the bill image is already available & the issue needs elaboration
/Issue_elaborated Issue_elaborated If the bill image is not available & the issue is elaborated
/BI_issue BI_issue_missing If both the bill image & the issue elaboration missing

Alcohol related
Sr. Shortcode Glosarry
/Alcohol_Coupon Alcohol Coupon
/Alcohol_DE DE unable to accept online payments for Alcohol orders
/Alco_DE DE does't have change for Alcohol order
/Alco_DE DE agreed to bring change for Alcohol order
/Alco_DE DE does't have cash for Alcohol order

DE related
Sr. Shortcode Glosarry
/No_Change DE doesn't have change, agent is asking the Cx to pay via online mode
/DE_unable DE_unable_to_deliver_cancel DE unable to deliver the order so we will have to canel the order
/DE_unable DE_unable_to_deliver_reassign DE unable to deliver the order so we will have to ressign the order
/DE_arrived DE_arrived_at_restro DE arrived at the restaurant
/DE_accident DE_accident_unable_to_del DE met with an accident
/DE_vehicle DE_vehicle_issue DE has a issue with his vehicle
/DE_assign executive assignment
/DP_unable DE unable to deliver, so assigned a new DE
/DP_unreachable DE not reachable, so assigned a new DE
/DP_Unwilling Cancel DP unwilling to deliver then cancel order
/Check_Another DP unwilling to deliver then check for another DP
/Unable_To To_process DP unwilling to deliver unable to process the order
/Updated_DP Location DP location updated
/Unable_Connect Cx to Connect
/DP_arrived DP_arrived1 DP arrived at the restaurant & food prepared
/DP_arrived DP_arrived2 DP arrived at the restaurant & food prepared
/DP_arrived DP_arrived3 DP arrived at the restaurant & food prepared
/DP_Reached Reached DP reached at the customer location
/Place_DP Order being prepared & DP is yet to be assigned.
/DP_pickup Order prepared and DP picking up order from restaurant.
/DP_pickup Order prepared and DP picking up order from restaurant.
/DP_to DP_to_be_assigned DP to be assigned & food is being prepared.
/picked_up Order picked up and DP on the way to the location.
/DP_to Order confirmed, the DP is yet to be assigned
/single_DP DE is assigned to a single order so another order will be handed over to another DE
/DP_Call Reason a confirmation call from DE
/DE_assistance DE_assistance_request DE is unable to mark the order as 'reached'
/DP_not Cx_loc DP did not arrive at customer location
/DP_reached DP_reached_restro DP reached restaurant
/DE unwell DE unwell ask cx to share order details required to connect with the DE
/Connect_with DP apologize and request cx to wait while we connect with DE
/confirm_DE DE_location DE location confirmed
/DP_unable DP unable to deliver due to ICA
/New_DE_Pickup New DE pickup
/New_DE_assigned New DE assigned
/DP_instructions delivery partner
/Delivery_related Ask Cx to give delivery instructions
/Unable_Connect Connect DP
/DP_not DP_not _assigned DP not assigned
/DP_not Order Cancel
/DE_assistance Elaborate the reason for DE assistance
/del_instructions delivery instructions
/reassign_DP Reassign DP
/Delay_in DP Due to peak hours, there is a delay in the delivery boy assignment
/Pass_SI SI to the DE
/check_with DE and update Cx on the order status
/Free_del Free_del_SS_required free delivery related

Customer related
Sr. Shortcode Glosarry
1 /Abusive_Cx Abusive Customer
/ask_del Asking whether the Cx has received the order or not
/refund_or Asking the Cx if he wants a refund or a replacement
/Educate_Cx Educating the Cx on how discounts work
/Profanity_warning Cx using Profanity agent issuing a warning
/Profanity_chat Agent closes chat due to Profanity
/CNR customer not responding
/Cx_wants a callback
/Cx_Chooses Stay Customer chooses to stay
/Cx_refuse Swiggy Money so the agent try to give the difference amount in the form of a coupon
/Cx_wants Cx_wants_to_deactivate_acc_warning Once you deactive your account you can reactivate it
/Cx_wants Cx_wants_supervisor Cx wants to talk to a supervisor
/Cx_unhappy the reasons
/cx_disagrees closure statement
/abusive_cx Abusive Cx nudge to email
/Denial_after Cx asking additional Coupon
/As_another Ask Cx for another opportunity
/Cx_wants Cx_wants_to_know_order_status CUstomer wants to know order status
/Cx_wants order cancellation
/Cx_unwilling Cx_unwilling_to_wait_cancel_order Cx unwilling to wait hence cancel the order
/Cx_left left chat
/MDI_Concall Concall Apology
/MDI_Confer Conference call with the DP
/MDI_Call Call Cx on his registered mobile number
/MDI_unable MDI_unable_to_cofer_call MDI unable to conference call
/MDI_Enquire MDI Enquire order details
/MDI_Cx Inform the Cx that the order is delivered
/MDI_Nudge Attend Call
/MDI_order MDI_order_replace_few_min MDI order replacement few min
/MDI_Order MDI Order will be delivered
/MDI_Reconfirm Reconfirm_address MDI reconfirm address
/MDI_Replacement Placed MDI replacement placed
/MDI_Acknowledge Cx MDI thank and acknowledge customer
/elaborate Ask Ask Cx to elaborate on the issue and we'll check the details
/wrong_queue to us
/Cx_Wait Customer Wait
/Cx_to Cancel_order Cx wants to cancel order
/Extended_hold Ask Cx to wait a little longer
/Try_Retain Cx Try to retain customer
/tried_contacting the customer
/Elaborate_issue the issue
/exception_given the Cx
/unable_to the request
/unable_to Unable to assist the Cx any further
/share_list Ask Cx to share the item list with the quantity

Address related
Sr. Shortcode Glosarry
/No_option No_option_to_modify_add Can't modify the address
/new_order Agent requests Cx to place a fresh order with the updated address
/ED_address ED Address modification

Order related
Sr. Shortcode Glosarry
/order_cancelled Order cancelled
/Delayed Order Request Cx to wait for 2 minutes and check the reason for delay
/wrong_item Wrong Item received
/wrong_item Wrong Item received; share images
/Wait_Cancel Cancel Wait or cancel the order
/Order_Confirmation Order Confirmation pending from restaurant
/Order_delivered Order_delivered1 Order delivered
/Order_delivered Order_delivered2 Order delivered
/Order_Picked Order Picked up
/Order_placing Order_placing_query Query towards placing an order
/Order_Being Processed Order being processed & other details available on the app
/Order_Being_Processed_TA TAT Order being processed & delivered
/wait_for gets delivered
/order_status order status
/Order_status delivery time
/Cancel_order the order
/error_while placing_order
/delay_bad bad weather
/Order_status Order_status Order status
/Cancellation_reason for cancellation
/Cancellation_or or replacement
/Order_cancelled order cancellation
/Cancelled_order cancelled order
/Order_cancelled Order_cancelled_CNR order cancelled due to customer not responding
/Curfew_unable to curfew
/cancel_and fresh order
/order_cancelled The order is cancelled as no DE available and issue full refund
/confirm_cancellation confirm cancellation
/Order_not Order_not_complete Not received complete order
/Proceed__Order Proceed Order
/Proceed_Order Refund within TAT
/Unable_replacement To Provide
/order_marked delivered incorrectly
/Mark_Delivered Marked Delivered
/reason_for for cancellation
/Delivery_TAT TAT The order delivery time details
/Cart_mod cart modification
/Cart_modification cart modification
/cart_confer cart confirmation
/order_ID Asking order ID for invoice
/items_added Items added
/Missing_item Item Issue
/share_item to modify
/pitch_cancellation order cancellation.
/Error_message Error_message Error message while placing the order
/TI_Order Cancel Order
/Can't_modify Can't_modify_order Can't modify order
/Replacement_Available Replacement Available
/Replacement_charged Replacement Available, but is chargable
/Replacement_placed Replacement_placed Replacement placed
/Replalcement_Failed Replacement failed Refund provided
/Reason_for Reason_for_cancellation Reason for cancellation

Call related
Sr. Shortcode Glosarry
/No_call call back
/Callback_15_mins Callback_15_mins callback arranged with TAT 15 min
/Callback_24_hrs within 24 hours


Chat related
Sr. Shortcode Glosarry
/ED 2.1 Awaiting ED 2.1 Awaiting reply
/ED 2.2 Respond ED 2.2 Respond back
/Ed 2.3 Further Ed 2.3 Further assistance
/ED 3.1 Still ED 3.1 Still need further assistance
/Ed 3.2 Still Ed 3.2 Still connected, need further assistance
/ED 3.3 Still ED 3.3 Still waiting to help you with your query
/ED_Closing ED Closing
/wimo_transfer chat transfer
/Wait_Transfer Transfer Wait while transferring
/Chat_Transfer Chat Transfer
/Transfer_manager Transfer Manager
/Chat_Transfer Transfer Wait
/Nudge_to Nudge_to_email Nudge to email
/nudge_to to dominos
/transfer_chat to email
/rate_the the chat
/chat_closure chat closure
/Profanity_chat Profanity_chat_closure Profanity chat closure
/Profanity_warning Profanity Warning
/Dominos_Redirect Dominos Redirect
/SI1 Special Special Instructions
/SI2 Special Special Instructions
/Hold hold the chat
/hold put the details
/FRT put for 2 minutes
/still_connected Ask Cx if his/she is still connected
/Best_possible Best_possible_solution Best possible solution
/Wait Wait Wait Wait

Resolution related
Sr. Shortcode Glosarry
/final_resolution Final resolution 1
/final_resolution Final resolution 2
/final_resolution Final resolution 3

Restaurant related
Sr. Shortcode Glosarry
/Rx_No No_Confirmation
/Rx_No Confirmation_2 No confirmation from restaurant
/Restro_decided Restro_decided_deals The restaurant are the ones who decide the deals
/restro_accepted accepted order
/covid_DP DP_related Dp related covid awareness
/Rx_Accept Restaurant Accepted the order
/Rx_Closed Restaurant Closed
/Rx_request Rx_request_time Restaurant requesting extra time
/Rx hygiene Rx hygiene Restaurant hygiene


TL related
Sr. Shortcode Glosarry
/TL_Approval TL Approval
/TL_Approval TL Approval not given



Payment or refund related
Sr. Shortcode Glosarry
/payment_related related query
/payment_downtime not placed.
/Payment_Failed Payment not received. Request to contact bank.
/UPI_downtime UPI_downtime UPI downtime
/Can't_change be changed
/CNR_processed refund processed
/Manual_Refund Manual_Refund manual refund processed
/comp_diff difference amount
/diff_amt source account
/Delivery_fee smallest orders
/Delivery_Fee Fee_Charge distance-based delivery fee structure
/Del_Fee Educate_Cx reason for imposing delivery fee and distance-based delivery fee structure
/Payment_gateway Payment_gateway_amt_declined Payment gateway declined the transaction
/refund Refund refund Refund
/Payment_Refund Refund Query
/Refunded_coupon Refunded Coupon
/refund_initiated Refund Initiated to credit/debit card
/refund_net Refund Initiated to net banking
/refund_Sodexo Refund initiated to Sodexo
/refund_Source Source Refund initiated to source
/refund_UPI Refund initiated to UPI
/Refund_Wallet Wallet Refund initiated to wallet
/Refund_phonepay Amazon/Phone pay
/Refund_Failed Refund process failed TAT given
/Refund_Initiated Refund initiated TAT given
/Refund_bank Statement Refund processed asked to share bank statement
/Refund_request Refund_request_denied Refund denied
/Refund_completed Refund completed ID shared
/Refund_Source Source or SM?
/Cash_refund Refund TAT for cash payment
/Cash_refund Refund TAT for cash payment
/payment_issues with payment
/Payment_Refund Refund Query
/Payment_Refund Refund Query
/Tip_Reversal Reversal Denied
/Tip_Reversal After Delivery
/No_compensation No_compensation No compensation
/Unable_to Unable to Compensate
/No_refund No_refund_eligible Not eligible for refund


Offer or Coupon related
Sr. Shortcode Glosarry
/No_sms No SMS offer
/Coupon_discount Coupon_discount Coupon discount
/Upcoming_deals Best Swiggy deals
/can't_apply applying coupon
/issued_coupon with details
/copoun_view view details
/Difference_amount Cx that a coupon can be issued for the difference refund amount. Ask cx wait for 48 hours.
/Coupon_related related issue
/Unable_to Unable_to_apply_coupon Cx unable to apply the coupon
/Unable_to Unable_to_apply_coupon_ss Cx unable to apply the coupon ask the share screenshot
/Swiggy_deals Swiggy Deals
/Best_offer This is the best we can do, ask the Cx to accept compensation
/No_compensation No_compensation No compensation
/Unable_to Unable to Compensate

Fee or Charges Compensation related
Sr. Shortcode Glosarry
/cancellation_fee Cancellation Fee issue
/Cancelled_No No_Compensation order cancelled & no compensation provided
/Cancellation_free fee charged
/Deny_Compensation Deny_Compensation unable to validate the claim and deny compensation
/Surge_fee Surge Fee


Food related
Sr. Shortcode Glosarry
/Food_prepared Food_prepared_birdflu Food already prepared during bird flu
/covid_feed during covid
/SI_hold SI_hold Call on hold for special instructions
/SI_accepted Special Instructions accepted
/SI_Not Not Followed
/SI_Denied SwiggyMoney
/SI_Denied Denied Cancellation
/Quality1 Quality Quality1 Quality of food issue
/Quality2 Quality Quality2 Quality of food issue

Missleneous
Sr. Shortcode Glosarry
/price_slab Price slab
/COVID_Awareness Awareness on safety and hygiene during COVID
/Survey Survey Survey Survey
/Covid_safety Covid Safety
/hold Hold hold Hold
/One_time One_time_exception_1 One time exception
/one_time time exception
/Distance_Categories Categories Inform cx about the delivery distance details
/Dominos_Highlighted Highlighted_24hrs inform cx that Domino's team will get back within 24 hours
/ED_hold ED_hold ED hold
/ED_add ED_add_item ED add item
/Request_Forwarded Request_Forwarded our team will get back in 24 hours
/Further_queries to officeperks
/Freebie_Comp Comp_declined Freebie related issues
/arrange_Callback Callback Arrange callback
/email_special specialized team
/Need_more Need_more_time Need more time to look into the issue
/IOOS_go Items out of stock ask Cx to go with the suggested items
/Issue_Confirmed Highlighted DP highlighted issue, looking into the issue
/issue_resolved Issue resolved
/unable_to add items
/Swiggy_hub Swiggy Hub
/special_team special team
/share_screenshot Ask Cx to share a screenshot
/Distributing_mask Distributing_mask_1 Distributing mask 1
/Distribute_mask Distributing masks Cx complaning
/Email_Query Query Share query via email
/alternate_item same store
/remove_unavail unavailable item
/Potential_delay Potential_delay Issue resolved, potential delay in order delivery
/PQ_opening Priority Queue opening
/Precaution Precaution Precaution Precaution about personal safety & safety hygiene.
/prescription_upload prescription slip
/Prevention Educating No contact Delivery
/Price_Parity Parity Price related query
/Proactive_Gratification For Delay
/Hold Hold Hold Hold chat
/Callback_not Callback_not_available Callback facility not available
/release Release Release statement
/Change_Denied Denied Request for change denied
/Hold2 Hold Hold2 Hold


Services & Techinical Issue related
Sr. Shortcode Glosarry
/curfew_service to curfew
/tech_issue tech issue
/app_issue log in.
/Downtime inform to wait
/serviceability_issue Serviceability issue
/service_disruption Disruption in Service
/service_disruption Disruption in Service
/App_issue App Issue
/technical_glitch Technical Glitch
/TI_Processed Processed TAT


Account related
Sr. Shortcode Glosarry
/deactivate_account deactive account
/account_deactivation_TAT TAT TAT for account deactivation
/resaon_for for deactivation
/Email_Validation Validation_Failed unable to validate cx email address
/Wallet_active Wallet_active Cx walllet is active
/KYC_not KYC_not_done KYC not done
/KYC_process KYC Process
/Unsubscribe_from Unsubscribe_from_services Unsubscribe from services
/Verify_Email Email Verify email
/Verify_Contact Number Verify contact number
/valid_email Id Required


Escalation Deescalation related
Sr. Shortcode Glosarry
/Deescalation_Legal Legal Cx threatning to go legal
/Deescalation_Management Ask the Cx for a chance to deescalate the issue
/Deescalation_Misc Deescalation_Misc deescalation
/Deesc_Religious Religious Sentiment
/Deescalation_SM Social Media
/SM_Escalation Media Escalation


issue and Image related
Sr. Shortcode Glosarry
/screenshots_via via email
/Request_receipt Request_receipt Request receipt & elaborate issue
/Issue_share Issue highlighted TAT
/request_for items photo
/image_validation valid images
/img_val review pending
/request_another another image
/unable_to the image